Team Performance Analytics
Track how your team is performing with real-time metrics and historical data.Team Member Metrics
- Response Time by Team Member - See average response times for each team member
- Team Member Distribution - View workload distribution across your team
- Average First Response Time - Track team-wide first response performance
Performance Metrics
Check the Analytics & Reports API tab for additional performance metrics including:- Unanswered conversations count
- Response time statistics (median, p90, average)
- Pipeline distribution of conversations
Contact & Conversation Analytics
Monitor customer engagement and conversation patterns through the analytics API endpoints.Getting Started
- Choose your metrics: Decide which KPIs are most important for your team
- Set up dashboards: Use these endpoints to build real-time dashboards
- Track trends: Compare metrics over time to identify improvements
- Set benchmarks: Use the data to establish performance standards
Key Metrics to Track
Response Time Metrics
- First Response Time: How quickly does your team respond to new messages?
- Average Response Time: Overall speed of team member responses
- Median vs Average: Understand typical vs outlier performance
Workload Metrics
- Conversations per Team Member: Is work distributed evenly?
- Unanswered Conversations: Are there backlogs building up?
- Pipeline Distribution: Which areas need more resources?
Customer Engagement
- Active Contacts: How many contacts are engaging?
- Pending Responses: Customer satisfaction at risk
- Contact Growth: Track new contacts over time
Best Practices
- Monitor Daily: Check key metrics every day
- Set Alerts: Create alerts for critical thresholds
- Compare Periods: Week-over-week, month-over-month comparisons
- Share with Team: Make metrics visible to encourage improvement
- Act on Insights: Use data to make operational changes
Performance Benchmarks
First Response Time
- ⭐⭐⭐ Excellent: < 3 minutes
- ⭐⭐ Good: 3-5 minutes
- ⭐ Fair: 5-10 minutes
- ⚠️ Needs Improvement: > 10 minutes
Team Member Workload
- 🟢 Low: < 10 open conversations
- 🟡 Medium: 10-20 open conversations
- 🔴 High: > 20 open conversations
Related Resources
- Team Management - Get your team member list
- Contact Management - Access contact data
- Conversations - View conversation history